Customer Success Specialist III (Account Management)

Role Details

About Us

Crescendorepresents peak CX performance in the AI era. We combine world-class outsourcing expertise with innovative technology to set a new standard in CX and operations delivering results that scale and support that never sleeps.

More than that Crescendo is about people. We dont just connect talent with opportunitywe create a place where careers grow ideas thrive and people are empowered to make an impact. Join us at Crescendo and lets build the future of customer experience together.

Welcome to Crescendo. Welcome to whats next.

The Role

We are looking for a talented specialist who will be an important support team member supporting one of our largest partners and their fintech applications and platforms. A successful candidate will be able to demonstrate exceptional customer service skills adapt quickly to incoming customer and user inquiries and embody our commitment to delivering best-in-class account management. The ideal candidate must earn the trust of our partner who offers an expense management system for personal and business use partners. This candidate will be expected to interface and work collaboratively with our program leadership and partner product support and success teams in order to offer the best service possible to our partner and their customers.

What Youll Do:

• Communicate with clients to ensure that all of their needs are understood and addressed
• Build strong client relationships to maintain old business and acquire new customers
• Collaborate with various internal departments to ensure that they fulfill all customer requests
• Resolve complaints and keep track of all processes that pertain to the clients desires
• Actas the clients representative in a firm to ensure that their demands are met with a focus on improving the customer experience
• Collectand analyze data concerning consumer behavior to understand changing needs
• Respondto account owner inquiries and provide accurate satisfactory answers to their inquiries and concerns
• Appropriately follow policies procedures and escalation and transfer workflow to ensure an effortless experience
• Attemptto de-escalate situations involving dissatisfied account owners offering assistance and support
• Documentand reporton client feedback and insights to improve our partners product and customer experience
• Guideaccount owners and users through platform troubleshooting navigating the partners site community knowledge base or ancillary tools and resources
• Maintainessential program knowledge that is critical for our partner and their clients
• Occasionally work additional hours outside of your normal scheduled shift to accommodate program-related meetings requests inquiries training or other related matters
• Perform project duties and tasks that are within your skill and expertise level as assigned by program management
• Flexbetween program duties and providing ad hoc support for program-specific projects products and queues
• Interceptincoming and existing chat volume by responding to customer inquiries and providing accurate satisfactory answers to their questions and concerns
• Consistently achieving and maintaining the minimum program performance by meeting all (5) key performance indicators and metrics within the program; the KPI Attestation Agreement is required before offer
• Adhere to assigned schedule compliance (including peak/seasonal staffing requirements) and on occasion may be asked to work additional hours outside of your normal scheduled shift or participate in a shift realignment/change to accommodate program-related needs. This may include working on federally recognized holidays or providing coverage for teams in other geographies
• Assist customers with booking travel arrangements using our partners travel platform and instance. The function may require phone support and placing outbound calls to confirm travel arrangements
• Negotiate contract renewal upselling subscriptions to the customer
• Act as a liaison between the customer and effectively communicate with internal cross-functional departments
• Attendmeetings with the customer (on time prepared and professional)

What We Expect From You:

• Passionately care about SaaS product support and the role it plays in making a customer-centric team successful
• Awareness to prioritize customer-impacting issues and know when something requires key stakeholder visibility
• Skilled at explaining factors associated with rules and procedures for electronic funds transfers (EFTs) and providing guidelines for users of electronic debit cards
• Confident and collaborative communicator with contact center and telephony support experience
• Heavy reliability in people skills and proficiency in problem-solving
• Ability to maintain composure and focus under pressure
• Strong understanding of service level expectations without compromising the customer experience
• Excellent multi-tasking and time management skills; Punctuality and adherence to schedule experience preferred
• Infectious ambition positivity engagement and the desire to provide support to software users within the financial space and industry
• If telecommuting the workspace must meet work-from-home requirements and be a designated private and PCI-compliant workspace. High-speed/broadband internet access is required
• Bonus Points: 2 years of experience working in a contact center environment
• Experience supporting software as a service particularly those involving financial acumen regulatory compliance or Regulation E
• Bonus Points: Previous work experience at a startup or new business venture wherethe team size is limited and may grow over time
• Bonus Points: Proven ability to demonstrate flexibility agility and compromise for newly launched products and teams
• Helping others in times of need comes as second nature

What Youll Get In Return:

• Flexible working arrangements (US Only)
• Hybrid working arrangements (all other countries)
• Competitive Base Salary
• Generous paid vacation
• Attractive benefits package including medical dental and vision options that are applicable per country of residence for all our full-time employees
• Competitive retirement benefits (US only)
• Access to free posture-based fitness workouts from home
• Training opportunities provided by Crescendo and outside entities
• 1-on-1 coaching with feedback sessions mentorship and opportunities for cross-functional development

Company Culture Is At Our Core

Core values give our work intention and our culture its edge. Theyre the standards we hold for ourselves our partners and each other.

• Care for others: Empathy is a key driver. When people thrive so does the mission.
• Embrace growth: Curiosity fuels progress. Take bold risks sharpen your edge go forward.
• Manifest trust: Trust is our currency. Earn it daily protect it fiercely and let it fuel whats next.
• Take ownership: Bold choices with integrity at the corethats how impact lasts.
• Be humble: Humility opens the door to better ideas. Hear others lift others keep learning.

Crescendo is proud to be an equal-opportunity workplace. We value diversity inclusion equity and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race color ancestry religion sex national origin sexual orientation age citizenship marital status disability gender identity Veteran status or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories consistent with legal requirements.

We are committed to the inclusion of all individuals and will make reasonable accommodationsfor qualified individuals with disabilities in our job application process. If you require assistance or accommodations to participate in the job application or interview process please contact .

PRIVACY NOTICE

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To understand more about Crescendos privacy program including your rights and options for managing the personal data you submit to us please visit our Privacy Center here.